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Show Notes

/Show Notes

May 2017

231: (Tip) Undercover Bosses

Adam and Jeannie share some easy ways leaders can act as undercover bosses in their organizations. […]

230: (Tip) Connecting Customer-Centricity to Action

Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. […]

229: Dan Gingiss, Social Customer Care

Adam and Jeannie interview Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. […]

228: (Tip) All Customers want These Things

Adam and Jeannie share three things all customers want from the experience, regardless of what they do or do not ask for. […]

227: (Tip) Majoring In the CX Minors

Adam shares tips for preventing small details from spoiling an otherwise great overall customer experience. […]

226: Let’s Talk About Airline Customer Service

Adam and Jeannie share some lessons we can all learn from recent airline customer service disasters. […]

225: (Tip) Signs of CX Success

Adam and Jeannie share tips for gauging your organization’s path to CX success. […]

224: (Tip) 3 CX-Defeating Phrases

Jeannie shares tips for recognizing and eliminating CX-defeating phrases from your organization. […]

223: Mo Gawdat, Engineering Happiness

Adam and Jeannie discuss engineering happiness for true success with Mo Gawdat, author of Solve for Happy. […]

222: (Tip) Instilling Culture Throughout the Organization

Adam and Jeannie report from Medallia’s Experience-17 conference to discuss common challenges and benefits of instilling culture throughout organizations. […]

221: (Tip) The Wisdom of Your Team

Adam shares tips for leveraging the wisdom of your team as internal consultants to gain powerful customer-focused insights. […]

220: Future Customer or Present Customer?

Adam and Jeannie discuss ways to balance innovating around the needs of the future customer with those of the present customer at Medallia’s Experience-17 conference. […]

April 2017

219: (Tip) Consistency Across Multiple Brands

Adam and Jeannie report from Medallia’s Experience-17 conference to bring you insights from MGM’s outstanding multi-brand consistency. […]

218: (Tip) Lessons from Former Customers

Jeannie shares tips for using insight from former customers to improve the experience for current and future customers. […]

217: Jill Schiefelbein, Dynamic Communication

Change your perspective and approach at communication with Jill Schiefelbein, author of Dynamic Communication. […]

216: The Right Way to Complain

Adam and Jeannie discuss how to get the best results when you complain as a customer. […]

215: (Tip) Losing Control of the Customer Experience

Adam shares tips for keeping your customer experience consistent with third parties or subcontractors. […]

214: Who Drives Customer Experience?

Adam and Jeannie clear the hype and buzzwords to really find out who drives customer experience in your organization, and how. […]

213: (Tip) Customer Experience ROI Tips

Adam and Jeannie share simple but effective tips for calculating customer experience ROI. […]

212: (Tip) Start Innovating for YOUR Customers

Jeannie shares tips for innovating when and where it’s needed the most, despite what the competition is doing. […]

211: Marcus Sheridan, They Ask, You Answer

Marcus Sheridan, author of They Ask You Answer, shares powerful, proven ways to build trust and increase sales through content. […]

210: (Tip) Educating Customers on Products

Adam and Jeannie share tips for educating customers to increase customer success and reduce support issues. […]

209: (Tip) Do You Have the Resources for Service?

Adam shares tips to make sure you have adequate resources for service that’s consistently great. […]

208: Can You Predict Customer Behavior?

Adam and Jeannie share unconventional but powerful ways to predict customer behavior. […]